Inaccurate Distance Tracking Charge 4

[Fitpoodle]

Does anyone from Fitbit actually offer solutions? I've got problems with both my Charge 4 and now my new Charge 5 --- neither are tracking distance accurately - and definitely not accurate on the app. I've worn a Charge 4 for several years - no problem. Now my 10km daily amount registers as if the goal is actually closer to 16 km? - makes NO sense. Is this all about the UPDATES to the app, and not the actual fitbit watch?

Where is the accountability from Fitbit, let alone answers to correct this problem that so many people are having?

Moderator Edit: Clarified subject and Labels

[LucioFitbit · Accepted solution]

Hi there @Fitpoodle, it's great to see you around in the Community.

Thank you for sharing this information. I'd recommend you restart your device.

Fitbit devices use a 3-axis accelerometer to track movement. Our finely-tuned algorithm interprets the data from the accelerometer to provide a step count. When you sync your device, your step count appears in the Fitbit app. 

They calculate distance based on the device’s accelerometer data and stride length setting. Default stride length is based on your height and gender. If available, Fitbit devices use GPS data to calculate more precise distances. When you sync your device, our algorithm interprets the data from the device, and you see the distance traveled in the Fitbit app.

Also check these articles, How do I add, edit or delete Fitbit data and activities?, How do I track my activity with my Fitbit device? and How does my Fitbit device calculate my daily activity?.

[Fitpoodle]

Hi there-

Thanks for writing but it’s like white noise- it’s means nothing. I’ve done al of the above- and more. And attempting to return to my trusted Charge 4  proves as problematic— suddenly it also couldn’t track distance accurately either?! CLEARLY this is on fitbit, not either of my devices. Fix the updates, get the actual distances in sync with the app - FIGURE IT OUT! My daily distance goal is 10km- but both my Fitbit and the app on my iPhone act like my goal is closer to 24Km ?!! 

[Fitpoodle]

I’ve already re-booted my fitbit repeatedly- both the Charge 4 and 5. FIX THIS FLAW- It’s clearly on your end, too many people are experiencing this sane issue. NO MORE AUTOMATON “ANSWERS” please. 

[Fitpoodle]

As I replied-

Nothing has changed and both my *new* Charge 5 AND my *old* Charge 4 are miscalculating my distance. The Charge 4 worked PERFECTLY for years- and after re-installing it after faulty Charge 5 issues, now the Charge 4 is ALSO not working properly.

What is going on?? 

[Tfow]

Did you ever receive a response?  I am having the exact same issue with a replacement Charge 5.  Stride is correct, steps are correct, calories look accurate, but the daily distance goal is not incremented by exercises even though the application recognizes hikes, skiing etc. and the steps seem to be incremented with these numbers.  Also the daily distance goal is much higher than the stated distance goal in the settings.  I have a case open for this too but have heard nothing back.  Does seem like a bug. 

[Fitpoodle]

Hi Tfow --- Sadly it's still not fixed. I've talked to at least 4 customer service people - and the final call i was FINALLY asked to send shots from my phone and fitbit showing how very off the distance is. The biggest frustration is that it's not just my Charge 5 that is totally inaccurate - but also now my old Charge 4. And I used the Charge 4 for several years and never had to measure my stride or set it myself - it just worked. It also makes no sense especially as my steps count is usually in same range as my km: eg., around 10,000 steps usually is in range of 10 km. Unlike now - there's a big discrepancy - and the fitbit and the app both "think" my daily goal is 17km instead of 10km. It's a big bummer and it's been 2 months trying to get resolution from Fitbit. I agree, it seems like a bug. Grrrrr...!!

[Fitpoodle]

still waiting on a solution - resolution. Nothing has changed at all - except my frustration with this "bug."

[Fitpoodle]

I'm still waiting on a solution - resolution. Nothing has changed at all - except my frustration with this "bug."

[FitAce]

It's a known bug (by the users, Fitbit apparently prefers to ignore it) of confusion between kilometers and miles.

Answer by Mr Bot @LucioFitbit (Best answer?) Has nothing to do with the question.

[AndreaW97]

I have had this same issues. It only started today. My exercise tracked the correct distance (just shy of 3 miles) but on the Home Screen of the app it tells me I’ve only done .8 miles today. My Charge 4 and app tracked everything when I did the exact same hike on Friday, but today it’s like one part of the app isn’t communicating with the other part.

 

[tdwalsh]

I would like to "pile on" and give my feedback too. My Surge was great for 6 years until the touchscreen was no longer working (6 years - I'm ok with that in this tech age). But the Charge 5 is wildly inaccurate. I have done the same run and recorded longer and then shorter distances than it really is. Now I'm finding that the map at one park (in NJ, not the middle of nowhere) is visually wrong. Like straight line falling asleep wrong. And last week it completely missed a section. It's getting to a point that I want to fire up the surge again and live with the bad screen because it was always accurate when compared with my garmin buddies. The Charge 5 is borderline useless with respect to distance/routes.

[SunsetRunner]

Sorry to hear of your frustration.  I’ve just bought Versa 2 after losing my Garmin.  I run with friends (using various other brands of smart watch) so know my 20 % extra distance recorded by my new Fitbit is inaccurate.  Only had it 3 weeks and wondering if I should just take it back for a refund??  It’s so frustrating.  I’m using the GPS function

[Tfow]

Here is the latest in what they told me to do:

1. Try to uninstall your Fit bit app then install it again.
2. Furthermore, we would like you to clear user data on your watch: How do I erase my Fitbit device? (it is important to synchronize first so that your data is saved).

These steps have to be done in combination to work since uninstalling alone did nothing. I can understand wanting to get rid of your device over this issue.  Hope this helps!  I haven’t calculated everything to see if it is completely accurate but it’s certainly closer. 

[Tfow]

I recently started comparing results with someone who has an Apple watch.  We time and record our walks and the times are usually within 1-2 seconds whereas the distance is usually 10% lower on my Charge 5.  It seems like the Charge 5 is tracking closer than when I first reported this issue, but it is still not accurate.  I agree with the person who said this is a bug in the Fitbit software. This same friend also owns a Garmin so she is going to start wearing 2 GPS tracking devices and we will see what happens. Hoping someone else tries this... We are in Canada.  Perhaps, if it is a bug, it is related to metric conversion?  Purely speculating...